Factors Affecting The Decision to Use Express Delivery Service of Kerry Express Company in Khlong Luang District, Case Study, Susco Gas Station Branch, Phaholyothin Km. 37

Abstract

This research aimed to 1.study the demographic characteristics that affect the decision to use the express delivery service of Kerry Express Company 2.study the behavioral science characteristics that affect the decision to use the express delivery service of Kerry Express Company and 3. To study the service quality factors affecting Decision to use express delivery service of Kerry Express Company. This study is quantitative research. The population used in the research was Kerry Express service users in Khlong Luang District. At the Susco gas station, Phaholyothin km. 37, the number of 400 people was analyzed by descriptive statistics by finding the frequency, percentage, mean, standard deviation and inferential analysis of data by T- test, one way Analysis of Variance and Multiple Regression Analysis.

The results of the research found that the majority of the population were females. 21-40 years old, have a bachelor's degree, single status, and most of them work as employees/employees of private companies with an average monthly income of 10,001 - 20,000 baht. The behavior of service users found that most of the population used the service 3-4 times a week and the average cost of using the service is 101-300 baht by using the Next Day service. Using the service after 18:00 and using the parcel service that looks like a box as for the opinions on service quality factor, it was found that tangible, average 4.1830, reliability, average 4.1910 and customer response, average 4.1350. As for the decision to use the express service of Kerry Express, it was found that the decision-making factor in using the service the overall average is 4.0867. The sample group chose the private transport service (Kerry Express) in the future the most, followed by deciding to use the service by considering the quality of personnel, location and value for money and have friends persuade, recommend and tell, respectively.